Job Description:
Position Description: This position functions as a behavioral health customer relationship management (BH CRM) analyst to support the development, implementation, monitoring, and continued improvements of complex strategic initiatives, including but not limited to the business processes housed in the BH CRM. This position coordinates and communicates with projects teams, other BH CRM staff, business owners, leadership, IT, and contractors to assist with operationalizing business processes into the BH CRM. This position will involve business process mapping, translating business needs into development requirements, creating program guidance, job aids, and webinar content and web-based trainings, and coordinating technical assistance learning sessions as directed. This position will also monitor program and account data.
Duties & Responsibilities:
× Reviews, analyzes, evaluates, and prioritizes business and user needs.
× Triage user requests and tickets, assign priority and severity, and communicate effectively to all stakeholders.
× Maintain and prioritize CRM inbox communications.
× Draft and send communications to users and specific audiences related to business process upgrades, timelines, system changes, or anything relevant to the system.
× Formulates systems to parallel overall business strategies.
× Prepares solution options, risk identification, and financial analyses such as cost/benefit, ROI, buy/build, etc.
× Writes detailed description of user needs, program functions, and steps required to develop or modify computer programs.
× Prepare and document Functional and Technical Specifications for reporting and data warehouse work. Assist with business warehouse/intelligence support and enhancements.
× Assist with developing and drafting RFPs.
× Assist in deployment and management of end-user reporting tools and platforms.
× Work with IT and business project teams to understand reporting and data warehousing requirements and propose solutions.
× Document and provide knowledge transfer to the rest of the Enterprise Reporting Team for all solutions.
× Reviews, analyzes, and evaluates business systems and user needs.
× Formulates systems to parallel overall business strategies.
× Relies on limited experience and judgment to plan and accomplish goals.
× Performs a variety of tasks.
× Works under general supervision; typically reports to a project manager.
× Attends all BH CRM meetings as appropriate and assigned.
× Assist QA/Testing team when required by volume of work
Required Skills
× 5+ years of experience as a Business Analyst
× Experience as a BA working with applications built on salesforce
× QA/Testing Experience
Desired skills
× Local, State, or Federal government experience
Other Desired Skills:
× Azure Devops
× FedRAMP
× HIPAA
× Nice CXone or other contact center suite
× Experienced with business process reengineering and identifying new applications of technology to business problems to make business more effective.
× Familiar with industry standard (including Legacy, Core, and Emerging technologies), business process mapping, and reengineering.
× A certain degree of creativity and latitude is required.
× Has knowledge of commonly used concepts, practices, and procedures within a particular field.
× Familiar with relational database concepts, and client-server concepts.
× Ability to organize, evaluate, and present information effectively.
× Ability to analyze, synthesize, and evaluate a variety of data for use in program development and analysis.
× Other required skills are technologically savvy; strong training and technical assistance skills; excellent oral and written communication skills; and highly organized and detail oriented.
× Required skills in the use of all necessary software necessary to execute stated duties and responsibilities (includes the suite of Microsoft Office applications such as Word, Excel, PowerPoint, Outlook).
× Ability to meet competing deadlines.
× Strong data management skills.
× Experience in process improvement, project management, and data management
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.
